Redefining Level of Service

Prior to 9/11, FAA and lead consultants were examining how to develop new level of service standards for airports and their customers. The initiative is getting back on track. Here's an update.

For Bender, LOS ultimately is a productivity issue for the customer, particularly the business traveler. As one who uses the system, she says that she sees the impact the process flow at airports today has affected her own productivity. Expand that out to the entire economy, she says, and it's easy to see why a higher level of service is not only a convenience issue but an economic one as well.

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